Desktop Support Engineer

The Judge Group - Marlborough, MA

Full-time

Marlborough, MA

Administrative and Support Services

About the position

The Judge Group is seeking a Desktop Support Engineer for a contract to hire opportunity with a Manufacturing client located in Marlborough, MA. This position is fully onsite and requires a dedicated professional to provide first-level support for various networking and application issues. The Desktop Support Engineer will be responsible for diagnosing and resolving computer problems and user requests in a timely manner, ensuring that all requests are accurately recorded in the Help Desk system. In this role, the engineer will install, configure, and troubleshoot computers, peripheral hardware, software, operating systems, and network connectivity. A key responsibility will be to proactively manage high-severity and priority incidents from identification to resolution, escalating issues as necessary. The engineer will act as an on-site interface for third-party vendors, including those involved with security systems, video, cabling, and Wi-Fi. Additionally, the engineer will assist network engineering by troubleshooting site issues remotely and provide support for warehouse and production systems, such as wireless printers and RF handhelds. Collaboration with the Engineering team for PLC and manufacturing support is also essential. The engineer will maintain accurate documentation and adhere to site IT operation standards. Knowledge of smartphone setup, troubleshooting, and upgrades is required, along with the ability to collaborate with hardware and software vendors to resolve issues. Familiarity with networking concepts and PC connectivity troubleshooting is crucial, as is the physical ability to lift over 40 pounds to move equipment as needed. The engineer will also be responsible for recording, tracking, and managing equipment inventory.

Responsibilities

• Provide first-level support for networking and application issues, escalating complex problems to the appropriate groups or staff.
• Diagnose and resolve computer problems and user requests in a timely manner.
• Accurately record requests into the Help Desk system.
• Install, configure, and troubleshoot computers, peripheral hardware, software, operating systems, and network connectivity.
• Proactively manage high-severity and priority incidents from identification to resolution, escalating as needed.
• Act as an on-site interface for third-party vendors (security systems, video, cabling, Wi-Fi, etc.).
• Assist network engineering by troubleshooting site issues remotely.
• Provide support for warehouse and production systems (wireless printers, RF handhelds, etc.).
• Liaise with Engineering for PLC/manufacturing support.
• Maintain accurate documentation and adhere to site IT operation standards.
• Possess knowledge of smartphone setup, troubleshooting, and upgrades.
• Collaborate with hardware and software vendors to resolve issues.
• Familiarity with networking concepts and PC connectivity troubleshooting.
• Ability to lift 40+ pounds (move PCs, monitors, boxes, etc.).
• Record, track, and manage equipment inventory.

Requirements

• Bachelor's degree preferred; hands-on experience with PC software installation and troubleshooting.
• 3-5 years of IT experience, including basic Active Directory knowledge (User Creation/Set Up).
• Proficiency in Microsoft Office Suites (2010-2016) and Windows.
• Solid experience in Windows OS support.
• Strong customer service and communication skills.